Conflicts within your property management team can affect your productivity, morale, and customer satisfaction. Whether the disputes are among staff members, between managers and employees, or with external parties, you need to address them promptly and effectively. Here are some tips on how to do that.
The first step to resolving conflicts is to understand what is causing them. Is it a lack of communication, unclear roles and expectations, personality clashes, or competing interests? You can use various methods to identify the root cause, such as asking open-ended questions, listening actively, observing behaviors, and reviewing feedback. Once you have a clear picture of the problem, you can move on to finding a solution.
If I were to identify the issue, I would initiate individual interviews to comprehend the perspectives of each team member. Subsequently, after having face-to-face discussions with each member, I would examine potential underlying factors that may have triggered conflicts, along with assessing the positions, roles, and responsibilities of each individual. Through this process, I personally believe that we can commence with a possible solution.
Depending on the nature and severity of the conflict, you may need to adopt different approaches to deal with it. For example, you can use a collaborative approach when you want to find a win-win outcome that satisfies all parties. You can use a compromising approach when you need to reach a quick agreement that partially meets everyone's needs. You can use a competitive approach when you have to assert your authority or enforce a policy. You can use an accommodating approach when you want to preserve a relationship or avoid further escalation. You can use an avoiding approach when the conflict is trivial or when you need more time to prepare.
The next step would be to determine the severity of the conflict (if you have a background in law, leverage it to your advantage, as it will be beneficial): distinguishing between minor disputes and more serious issues, for instance. For minor disputes, encourage direct communication, possibly through informal meetings. For more serious problems, consider mediation, involving an impartial third party. In extreme situations, formal legal procedures may be necessary, requiring you to refer the matter to a legal professional.
Once you have chosen an appropriate approach, you need to facilitate a constructive dialogue among the conflicting parties. This means creating a safe and respectful space where everyone can express their views, needs, and emotions without fear of judgment or retaliation. You also need to guide the conversation towards finding common ground, understanding different perspectives, and generating possible solutions. You can use techniques such as paraphrasing, summarizing, reframing, and brainstorming to help the dialogue flow smoothly and productively.
Whether you are a Property Manager or a Legal Advisor in the real estate sector, it is essential to have a solid training in public speaking and mediation (just as I have said in many occasions). Use the mediation techniques you've acquired, emphasizing active listening and empathy. Proficiency in oratory is equally vital to maintain a neutral tone and guide the conversation towards practical solutions.
After you have facilitated a constructive dialogue, you need to implement and monitor the solution that the parties have agreed upon. This means clarifying the roles and responsibilities of each party, setting realistic and measurable goals and deadlines, and providing the necessary resources and support. You also need to follow up regularly to check the progress and outcomes of the solution, and to address any issues or concerns that may arise. You can use tools such as action plans, feedback forms, and performance reviews to help you implement and monitor the solution.
At this point, a practical step could be to create a clear action plan with specific steps and assigned responsibilities. One way to address the issue (depending on how serious it is) is by having the involved parties sign an agreement or contract. Also, since it's your team, it would be great that you stay actively involved in the implementation, step in if needed, and ensure everyone follows through on their commitments.
Finally, you need to prevent future conflicts from occurring or escalating within your property management team. This means fostering a positive and collaborative culture where everyone feels valued, respected, and engaged. You also need to establish clear and consistent policies and procedures that define the expectations and standards of your team. You also need to provide regular and constructive feedback, recognition, and training to your team members. You also need to communicate effectively and transparently with your team and other stakeholders. By doing these things, you can reduce the chances of conflicts arising and improve your team's performance and satisfaction.
Proactive measures are key. Consider team-building exercises, communication workshops, or setting clear expectations and guidelines to minimize future issues.
Confidentiality and professionalism: Maintain confidentiality throughout the process. Address the conflict professionally and focus on the issue at hand, not personalities. Seek external help: If the conflict is beyond your ability to manage effectively, consider seeking help from a human resources professional or a mediator. Recognize your limitations: There might be situations where the conflict is too deep-rooted for internal resolution. Be prepared to escalate the issue to a higher authority if necessary.